Service Center Officer Job Details | ENGIE

Job description

Title: Service Center Officer 
Team: Customer Experience
Reporting: Regional Service Center Manager

Key responsibilities
• Provide an exceptional customer experience to Engie Energy Access (EEA)
Zambia customers at all times
• Serve as a liaison between the customer and EEA
• Managing customer credit portfolios and ensuring catch ups are made at every 
engagement 
• Resolve customer requests, questions and complaints while frequently analyzing 
situations to determine the best use of resources
• Diagnose technical issues with customer units and accessories and support the 
after-sales service process
• Provide accurate product information to customers
• Supervise and monitor the disbursement of inventory (including accessories) in 
your Service Centre
• Maintain up-to-date and accurate inventory records for Stock audits
• Provide regular reports on sales, support, inventory, and customer data handling 
and management
• Receive, assess, ship voluntary and deactivated kits and any damaged swap 
stock back to EEA HQ within one month of receipt at the Centre
• Ensure accurate and high-quality information is added into the EEA data system
• Assist with product development through conducting field tests and surveys when 
required
• Help collect data on customer feedback and satisfaction
• Escalate any unresolved issues or questions to your supervisor/ manager 
• Make courtesy calls to EEA customers as requested
• Ensure all EEA customers have a great end-to-end customer experience
• Help collect data on customer feedback and satisfaction 
• Escalate any unresolved issues or questions to your supervisor/manager
• Make courtesy calls to EEA customer as requested
• Ensure all EEA customers have a great end to end customer experience 
• Managing administrative matters of the Service Center 
• Adhoc duties as and when required by the manager or Head of Department 

Required Skills and Experience/ Qualifications :
• Strong product knowledge and troubleshooting skills.
• Excellent written and oral communication skills
• Self-motivated and ability to multitask and work with minimal supervision
• Strong team player, with high work ethics and integrity and interpersonal skills
• Ability to work under pressure and willingness to learn
• Demonstrate a high level of professionalism and integrity

 

Highly Desired Skills:
• Tertiary qualification i.e. certificate or diploma in any business related field
• Customer Experience skills/ experience

Business Unit:  GBU Flexible Gen & Retail

Division:  Energy Access

Legal Entity:  FENIX INTERNATIONAL ZAMBIA LIMITED COMPANY

Contract Type:  Fixed-Term

Job Type:  Full - Time

Professional Experience:  Junior (experience < 3 years)

Education Level:  Technical College Diploma